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SudoPacman
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Connection dropping, started yesterday.

Hi guys,

 

I've started experiencing an intermittent fault on my line. It happened a few times yesterday, and has just happened again whilst on a Teams call.

Nothing has changed on my network.

I'm using the router in modem only mode.

 

Here is a capture of the network log from the modem:

Network Log

Time Priority Description

22/09/2020 10:31:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 10:29:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 10:28:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 10:28:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 10:28:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 10:28:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:53:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:22:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:21:51criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:17:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:17:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:17:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:17:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 21:12:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 20:44:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:42:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:40:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:40:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:40:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:40:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Does this give any clues as to what the problem could be?

This feels like a Virgin network issue to me.

 

Please help!

 

Cheers,

Pacman

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SudoPacman
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Message 2 of 18
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Re: Connection dropping, started yesterday.

It just did it again!
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SudoPacman
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Message 3 of 18
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Re: Connection dropping, started yesterday.

You can see the frequency and duration of the drops from my Grafana ping plots.

SudoPacman_0-1600768638340.png

 

Before yesterday I don't remember the connection ever dropping, and I've had it over a year now.

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SudoPacman
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Message 4 of 18
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Re: Connection dropping, started yesterday.

Just had a 20 minute outage.
Hoping it's being looked at, and that's why...
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chrise2
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Message 5 of 18
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Re: Connection dropping, started yesterday.

Hi,

My reading of your graph suggests the outages mostly last about 2 mins.  

As it happens this is roughly the time the superhub3 modem takes to boot.  It might be worth checking its "uptime" to see if this corresponds to an outage.  In modem mode this is available at http://192.168.100.1 login then Admin / Info.

 

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SudoPacman
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Message 6 of 18
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Re: Connection dropping, started yesterday.

Hi,

Thanks for the reply.
No, it's not that, since the latest outage was over 20 minutes.

Also, I have managed to connect to the modem once when this occurred and the status page said something about access being denied.

I'll grab a screenshot the next time it happens.

Cheers

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chrise2
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Message 7 of 18
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Re: Connection dropping, started yesterday.

OK, I see. I guess there's possibility the 20min outage was caused by something else. If the uptime goes back beyond yesterday then I guess this is ruled out.
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SudoPacman
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Message 8 of 18
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Re: Connection dropping, started yesterday.

Lost connection a few times again this morning, once for around 3 minutes, once for around 8 minutes.

The uptime on the modem is over 2 days, which is when I tried a reboot to see if that would sort the problem.

There is definitely an issue with the network or cabling outside my house or in the street.

Are any Virgin staff monitoring here?
Ringing Virgin is a complete non-starter and an exercise in extreme frustration. I'm too busy to try and explain to somebody that I everything is plugged in as it should and I'm not using wifi etc etc.

Perhaps I'll try the test thing on the app next.
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Jodi_S
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Message 9 of 18
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Re: Connection dropping, started yesterday.

Hi SudoPacman,

 

Thanks for posting on our community forums. Sorry to hear you're having issues with our internet services and regular drop out of connections, we understand the frustration this is causing.

 

Remotely looking from our end with the details you have provided though your community profile, we have located your account. There is nothing showing that could be causing these issues. All power levels are within specification and there are no area faults affecting you.

 

 

As you posted a short while ago has everything been stable since your last post?

 

Please let us know regarding the above and we can assist you further.

 

Kind regards Jodi

 

 

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SudoPacman
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Message 10 of 18
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Re: Connection dropping, started yesterday.

Hi @Jodi_S,

Thanks for getting back to me.

No, I still appear to be having issues, although less frequently.

I had a disconnection today at 13:00 for around 15 minutes.

 

Are there likely to be any logs on my modem?

 

Cheers,

Pacman

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